Customer Experience Specialist - Banking
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you'll make an impact
Xero's Customer Experience Team is made up of product experts, based in NZ, AU, US and UK, who work together to provide 24/7 support to Xero users. We aim to delight our customers and make it easy for them to see how Xero adds value to their business.
As a Customer Experience Specialist - Banking you'll take ownership of investigating and troubleshooting banking integration queries and problems, and helping our customers connect their bank feeds. You will also follow-up with banking partners to get to the source of the issue and forge strong working relationships with both external customers and the wider Xero team.
What you'll do
- Effective resolution and prioritization of customer support requests relating to banking integrations within our targeted initial response times, quality, and productivity expectations
- Maintain a high quality of customer interaction and support via both email and phone to either resolve the issue or request further information/clarification regarding their query
- Maintain a high quality of written communication in an agreed style and format
- Collaborate with team members to provide high quality customer experience
- Contribute to the continuous improvement of the Xero customer experience, including internal processes and the Xero application functionality
- Perform in a hybrid working environment to capitalize on collaboration and flexibility, working from the office 3 days a week
- Problem solving for technical issues using a variety of resources and team collaboration
- Other banking related tasks.
Success looks like
- Regularly demonstrating Xero's core values - Human, Team, Challenge, Ownership, and Beautiful
- Timely, accurate, and helpful responses to customer support cases as per the agreed targets
- Able to meet productivity expectations to drive #beautiful customer experience outcomes with high customer demand
- Efficient escalation of priority issues to assist in prompt case resolution
- Provide feedback on processes and product improvements to the CX Management Team
What you'll bring with you
- Ability to understand customer requests and provide tailored resolutions
- Excellent verbal and written communication
- Diligence and commitment to following through and resolving problems
- Initiative and ability to self manage, along with adaptability and flexibility
- Ability to build effective relationships
- A fast learner, familiar and comfortable with technology
- A resilient team player with a proven track record of proactively helping other team members
- An ability to think outside the box when problem solving
- Experience within a customer service environment is preferred
- Experience in a small business is desirable
- Experience working in collaborative, people-first (ie. customers, peers, and others) environments
Some of Xeros Great Benefits
- Xero offers access to low-cost, high-quality health care options through Cigna and Kaiser (in CA & CO only)
- Xero will match 100% on the first 3% of 401k contributions plus 50% match on next 2% of contributions
- Employees enjoy 21 days of paid time off per year
- Employees also have 10 days of wellbeing leave to care for their minds, bodies, and families
- US employees enjoy 12 paid holidays per year
- Xero offers an industry-leading 26 weeks of parental leave at up to 100% pay
- Xero offers a number of employee wellness programs, to include yoga, mindfulness and nutrition workshops, EAP, free flu shots, team meals, and a monthly wellbeing allowance
Xero celebrates diversity. We are committed to creating an inclusive environment where our employees can do the best work of their lives. We are committed to transparency and to equal pay for equal work. Total compensation for this role includes a base salary of $44,000 - $47,000, commensurate with experience, plus an annual grant of Xero shares, calculated as a percentage of base salary.
This role is non-exempt and candidates must be available to start Oct 24, 2022.
Why Xero?
Diversity of people brings diversity of thought, and we like that. A collaborative and inclusive environment is important to us. Working at Xero will provide you with a diverse and inclusive environment alongside people who will respect, challenge and support you to have fun while you do the best work of your life. We are a place where personal development, flexible working, innovation, and well-being are not just inspired but celebrated. We value our people and offer a wide range of compelling benefits and perks, including Xero shares and great parental leave policies.
Xero's collaborative culture is underscored by our values - #Ownership, #Challenge, #Beautiful, #Human and #Team - which empower us to understand and serve customers, attract top talent and continuously innovate. From the moment you step through our doors, you'll feel welcome and supported to do the best work of your life. At Xero we embrace diversity and inclusion and value a #challenge mindset.
Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.